First, I’d like to say this hotel is in a great location. It looks very nice from the lobby. These are really the only pros.
When we arrived in the room, the toilet looked like it hadn’t been cleaned in months and the water coming out of the faucets, shower and toiled was straight orange.
When housekeeping came the following day, they did not vacuum, which I know because I accidentally spilled crumbs on the floor and tried to get up as much as I could. So I’m curious what they actually cleaned.
Another issue was noise. We were on the 10th floor, and on Saturday night, I felt like there was an actual party in my room. I’m a heavy sleeper, so I’d keep this in mind when booking.
Now for my main issue. And to say before you read the rest, this is more about dishonestly than the actual issue. If told up front, I would have had zero problems with this.
I emailed the hotel when booking to ask about room charges for dogs, as the website says pets allowed, no restrictions. I didn’t hear anything back, so I figured there was no charge. we have always been told about charges prior to arriving. When I arrived, the lady at the front desk told me it would be £20 for the two dogs per night. I asked if that was total, or for each dog, as what she said was different than what was on the form. She said total. I wasn’t thrilled, but okay with it, since they told us as we were first arriving at least. When checking out, they charged us per dog, per night. I questioned this, as we stayed for multiple nights, so it added up very quickly and I was told differently. The woman at the desk pretty much said tough luck, and I questioned again that I was told in the check in differently. No apology for the mix up or anything. I was then told by the manager that she was a trainee and told me wrong and that I had to pay. I feel this is very wrong, since we specifically asked. I’m also frustrated that at every point of the process I was told/ not told something else, but that no one has stood by what they said other than charging us more money. I understand paying a fee for dogs. We bring our everywhere. I expected it, but I didn’t expect different answers and being charged double at the end of stay. less
mricanek, Public Relations Manager at Best Western Premier Hotel International, responded to this review
we are very sorry for the inaccuracies that occurred during your booking and stay with us. Please allow us to offer you accommodation for your pets free of charge during your next stay with us. We believe that this will at least partially compensate for the damage you have suffered during your stay with us.
Please also allow me to assist you in your eventual next booking at firstname.lastname@example.org.
Happy New Year wishes Michal Ricanek, Marketing Manager.